Stockett Lane Surgery

   Help Us To Help You

•  If you are unable to keep your appointment, please cancel as early as possible before the appointment time. If you ring at the last minute, it is usually impossible to re-use your appointment.
• If you make your appointment for one person, please do not ask the doctor to see more than one, even if the symptoms are identical. the doctor will not have sufficient time.
• For laboratory test results or information from hospital letters please try to telephone after 2.00pm. Please note that for reasons of confidentiality, staff are only able to give results to the patient concerned i.e. not to relatives or friends, unless we have written permission from the patient.
• Please do not ask for repeat prescriptions by phone as this can lead to mistakes. It is much safer if the computerised prescription request form is sent / faxed / left at the surgery.
• Please only ask for a home visit if the patient is too ill to come to the surgery. Home visits are much more time consuming than surgery appointments. Facilities for examination and diagnosis are more comprehensive at the surgery. It can benefit feverish children to be taken outside.

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   Patient Charter

   Patient responsibilities

• Please be punctual, this helps other patients as well as the practice.
• If you are unable to attend your appointment, please contact the surgery as soon as possible.
• Our phone lines are very busy in the mornings, so please make non-urgent enquiries later in the day after 10.30am.
• Remember to allow 2 full working days for a repeat prescription.
• Treat our staff with courtesy and respect. The practice cannot tolerate verbal or physical abuse.
• Please make a separate appointment if more than one member of your family needs to be seen or if you have several problems to discuss you may be asked to make another appointment. One appointment-one problem.
• If appointments are running late please be patient. One day it may be you that needs extra time.
• Respect the comfort and privacy of other patients.
• Inform us if you change your address or phone number.
• Share in the responsibility for your own health and co-operate with the agreed treatment plans.
• Be prepared to give staff some details of your problem when you contact us. This enables us to prioritise urgent requests.
• Bring our attention to any area of concern you have with the service you have received. In order for us to maintain the standard of service we aim to offer you.

   Our responsibilities & commitments to you:

• Our aim is to always offer you the best medical and nursing care.
• We monitor our standards and provide a range of supportive services and clinics
• All the doctors and staff are committed to giving you the highest standard of care at all times and make every effort to achieve this.
• To deal with complaints or suggestions as soon as possible through the Practice Manager
• To maintain confidentiality of all your medical records. In accordance with the Caldicott principles and Freedom of Information Act.
• The opportunity of a clear explanation of your care and treatment.
• Treat you as an individual with courtesy and respect at all times
• To deal with your prescriptions within 2 full working days
• Provide home visits to genuinely housebound and seriously ill patients.
• Inform you of any expected delays when you arrive at the surgery.
• Try to ensure appointments are available on the same day and pre-bookable routine appointments up to 4 weeks in advance. 

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